Case Study: a leading network of independent pharmacists achieves higher customer satisfaction with Market Force

Leading Network of Independent Pharmacists - Customer Case Study

a leading network of independent pharmacists was faced with the challenge of uneven performance across its member stores. Seeking a way to measure and improve service quality, it turned to Market Force for a customer experience program.

Market Force implemented a solution involving quarterly customer experience visits using mystery shoppers. This program provided detailed feedback and benchmarking against competitors. Results included a 15% improvement in performance benchmarks and a dramatic tripling of Net Promoter Scores. The data was integrated into a custom app for pharmacists, which included training videos and access to a business mentor, leading to more consistent service and narrowed performance gaps across the network.